Senior Customer Success Specialist – Healthcare Device Support & Training – Remote (US)

About brighthush

brighthush is a trailblazing healthcare company dedicated to transforming the lives of people living with chronic neurological conditions. By harnessing cutting‑edge, non‑invasive prescription therapies, we empower patients to regain confidence, independence, and a sense of normalcy. Our flagship product, kIQ® Plus, represents the pinnacle of our research and development efforts, offering a sophisticated, user‑friendly solution that has already helped thousands of patients reclaim their daily routines.

But we’re not stopping there. brighthush’s pioneering technology has the potential to extend beyond neurology into cardiology, oncology, and other therapeutic areas. Our mission is simple yet profound: to relieve the burden of chronic disease and enable patients to live fuller, more vibrant lives. As we expand our product portfolio and global reach, we’re looking for passionate, customer‑centric professionals to join our growing team.

Role Overview

The Senior Customer Success Specialist will serve as the primary advocate for our patients, clinicians, and study participants. Working remotely from anywhere in the United States, you will partner with cross‑functional teams—clinical, product, marketing, and sales—to ensure that every user of brighthush’s therapies receives world‑class support, training, and guidance. This role is a contract position with a flexible schedule between 7 am and 4 pm Pacific Standard Time, designed to accommodate the needs of our diverse, geographically dispersed customer base.

Why This Role Matters

In the healthcare device industry, the difference between a successful product launch and a stalled one often comes down to the quality of customer support. As a Senior Customer Success Specialist, you will:

• Build lasting relationships with patients and clinicians, becoming the trusted point of contact for all product‑related inquiries.
• Translate complex medical device features into clear, actionable guidance that empowers users to achieve optimal outcomes.
• Act as a bridge between the customer and internal teams, ensuring that user feedback drives continuous product improvement.
• Champion the patient voice in every decision, reinforcing brighthush’s commitment to patient‑first innovation.

Key Responsibilities

• Patient & Clinician Engagement: Conduct proactive outreach to patients and clinicians, offering personalized support and troubleshooting assistance.
• Product Training & Education: Deliver engaging, evidence‑based training sessions—both live and recorded—to new users, study participants, and healthcare professionals.
• Documentation & Knowledge Management: Accurately log all interactions in our CRM, ensuring that every touchpoint is captured for future reference and analysis.
• Issue Resolution & Escalation: Identify, diagnose, and resolve product issues, escalating complex cases to engineering or product teams as needed.
• Feedback Loop: Capture user insights and relay them to product development, quality, and clinical teams to inform future iterations.
• Cross‑Functional Collaboration: Partner with marketing, sales, and operations to refine messaging, develop support materials, and align on go‑to‑market strategies.
• Support Emerging Business Models: Assist in the rollout of new service offerings, such as remote monitoring or subscription‑based care plans.
• Mentorship & Knowledge Sharing: Serve as a subject‑matter expert for internal teams, providing training and guidance on product features and best practices.

Essential Qualifications

• Bachelor’s degree in a related field (e.g., Healthcare Administration, Biomedical Engineering, or Communications).
• Minimum of 3 years of experience in medical device or healthcare customer support, with direct interaction with patients or clinicians.
• Proven track record of delivering exceptional customer service in a regulated environment.
• Strong communication skills—both written and verbal—capable of translating technical information into clear, patient‑friendly language.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and other support tools (e.g., Zendesk, Intercom).
• Excellent problem‑solving abilities, with a proactive mindset and a passion for continuous improvement.

Preferred Qualifications

• Experience with clinical trials or research studies, including data collection and patient monitoring.
• Knowledge of regulatory requirements for medical devices (FDA, CE, ISO 13485).
• Background in neurology or cardiology, with an understanding of the therapeutic landscape.
• Fluency in additional languages (Spanish, Mandarin, etc.) to support a diverse patient population.
• Prior experience in a remote, distributed team environment.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for patients and clinicians, with a genuine desire to improve their experience.
• Technical Aptitude: Ability to quickly learn and troubleshoot complex medical devices.
• Communication Excellence: Clear, concise, and persuasive communication across multiple channels.
• Collaboration & Teamwork: Comfortable working cross‑functionally and building strong internal relationships.
• Adaptability: Thrives in a fast‑moving, evolving environment, adjusting priorities as needed.
• Data‑Driven Decision Making: Uses metrics and analytics to assess performance and identify improvement opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Senior Customer Success Specialist, you will:

• Participate in ongoing training programs covering product updates, regulatory changes, and customer engagement best practices.
• Gain exposure to product development cycles, providing a holistic view of how customer feedback shapes innovation.
• Take on mentorship roles, guiding junior team members and sharing your expertise.
• Explore potential career paths into product management, clinical operations, or strategic partnerships.

Work Environment & Culture

brighthush fosters a culture of inclusion, collaboration, and continuous learning. Our remote-first model means you can work from anywhere in the United States, while still enjoying:

• Regular virtual team gatherings and knowledge‑sharing sessions.
• A supportive, flat hierarchy that encourages open dialogue and idea exchange.
• Access to cutting‑edge tools and resources that enable you to deliver exceptional customer experiences.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks & Benefits

While the exact compensation for this contract role is determined on a case‑by‑case basis, we offer a competitive hourly rate that reflects your expertise and the value you bring to brighthush. In addition to a flexible schedule, you will enjoy:

• Health, dental, and vision coverage options (for eligible contract employees).
• Professional development stipend to support certifications, conferences, or courses.
• Access to a comprehensive digital library of industry research and best‑practice guides.
• Opportunity to work with a passionate, mission‑driven team that values your contributions.
• Potential for transition to a full‑time role based on performance and business needs.

How to Apply

Ready to make a tangible impact on the lives of patients worldwide? Submit your application through our careers portal or click the link below. We look forward to learning how your skills and passion align with brighthush’s mission.

Apply to this role at brighthush

Closing Statement

At brighthush, we’re redefining what it means to live with chronic disease. If you are a dedicated, customer‑focused professional who thrives in a dynamic, mission‑driven environment, we invite you to join us on this exciting journey. Together, we can transform patient outcomes and set new standards for healthcare innovation.